COMPANY CONFIDENTIAL - Provider of critical infrastructure services.
Overall purpose and responsibilities of the role:
Lead all Philippine operations for the company’s Global Capability Center (GCC), ensuring high-performance delivery of all departments serving their US entity counterparts. Serve as the senior-most in-country executive, responsible for people, operations, compliance, culture, and growth. Act as strategic partner to U.S. leadership, providing insights, reporting, and operational recommendations.
Duties and Responsibilities:
Leadership & Strategy
- Provide overall leadership and direction for the Philippine GCC, ensuring alignment with company goals.
- Build and scale teams across all Support functions.
- Drive operational excellence through performance KPIs, SLAs, and continuous improvement initiatives.
- Develop the GCC’s annual operating plan, budget, and staffing roadmap with US team guidance and input
Operations Management
- Oversee day-to-day operations, ensuring productivity, quality, and timely service delivery.
- Implement standard operating procedures (SOPs), controls, and workflows across departments.
- Monitor utilization, capacity planning, and staffing optimization. People Management & Culture
- Recruit, develop, and retain strong leadership and high-performing teams.
- Foster a culture of accountability, transparency, and proactive communication.
- Implement employee engagement, retention, and development programs.
- Oversee performance management and talent planning.
Client & Stakeholder Management
- Serve as senior point of contact for U.S. stakeholders.
- Provide regular operational reporting, dashboards, and insights into performance trends.
- Participate in client calls, process reviews, and business development opportunities.
- Ensure adherence to SLAs and timely resolution of escalations.
Compliance, Risk & Governance
- Ensure compliance with Philippine labor law, BIR regulations, and government reporting.
- Oversee internal controls, data security standards, and quality assurance frameworks.
- Manage legal and regulatory issues as needed.
- Ensure vendor, lease, and government compliance for office operations.
Financial & Administrative Oversight
- Oversee local budgeting, forecasting, and cost management.
- Review payroll, benefits, and compensation frameworks and ensure alignment where possible with US processes
- Collaborate on pricing, cost models, and margin planning for the GCC.
Requirements
- 8–12+ years leadership experience in BPO, shared services or GCC operations.
- Prior country manager experience required
- Proven ability to scale organizations from startup to medium/large teams.
- Excellent communication and stakeholder-management skills.
- Knowledge of Philippine labor, BIR and operational compliance.
- Experience handling different departments like HR, Finance etc.
- Experience leading 100+ headcount organizations is a plus.
- Bachelor’s degree required.
- Open to candidates outside Cebu – willing to relocate
Key Competencies
- Strategic thinking and execution
- Strong leadership presence
- Analytical and data-driven
- Process improvement mindset
- High emotional intelligence
- Excellent communication
- Problem solving and escalation management
- Cultural alignment with U.S. business environment
Working hours / Job Type: Monday to Friday - 10pm to 7am Philippine time (Will follow EST time zone 95% of the time)
Location: Cebu
